Operations Supervisor

Whistler Reception Services; Whistler; On-site; CAD 75,000 - 95,000; Full time

Job summary

Whistler Reception Services (WRS) operates multiple full-service front desks for privately owned and rental accommodation properties throughout Whistler. We are seeking a motivated, detail-oriented, and experienced Frontline Operations Supervisor to join our team.

This position supervises daily front desk and concierge operations across multiple accommodation properties, ensuring consistent guest and owner service standards.

Qualifications

• Minimum 3 years in senior front-line or supervisory role in hospitality.
• 5+ years in customer service in a high-volume environment.
• Experience with reservation systems and multi-property operations.

Responsibilities

• Supervise daily front desk and concierge operations across guest and owner service functions.
• Coordinate staff schedules and shift coverage in collaboration with management.
• Provide operational direction, coaching, and support to front-line staff.
• Train staff on guest service standards, reservation systems, and operational procedures.
• Monitor staff performance and ensure adherence to company service expectations.
• Support onboarding and training of new employees.
• Work front desk and guest service shifts as operationally required.
• Respond to guest enquiries and resolve escalated service issues using established procedures.
• Coordinate guest bookings and activity arrangements with external service providers.
• Maintain and update operational reference materials and guest service resources.
• Monitor communication channels, including front desk and concierge inboxes, ensuring timely responses.
• Support the smooth operation of reservation, key management, and front desk systems across multiple properties.
• Coordinate maintenance or system issues and escalated operational concerns to management as required.
• Support consistent service delivery across multiple properties and stakeholder groups.
• Prepare routine operational summaries and shift reports for management review.
• Maintain accurate records of guest service activities, communications, and operational issues.
• Compile and organize operational data for internal tracking and reporting purposes.
• Document service issues and resolution outcomes to support operational continuity.
• Assist with preparation of full-cycle owner statements for small HOA properties under management direction.
• Support bank and account reconciliations, owner invoicing, payment preparation, accounts payable, and financial reporting.
• Reconcile front desk transactions, guest payments, and commission records.
• Maintain accurate records of operational financial transactions.
• Assist bookkeeping staff with transaction tracking and reconciliation processes.
• Verify accuracy of transactional postings and report discrepancies as required.
• Prepare spreadsheets and administrative summaries for internal reporting purposes.

Skills

Customer service

Organization

Communication

Time management

Problem-solving

Teamwork

Analytical skills

Tools

Microsoft Excel

Microsoft Office

Sage

QuickBooks

Job description

Whistler Reception Services (WRS) operates multiple full-service front desks for privately owned and rental accommodation properties throughout Whistler. We are seeking a motivated, detail-oriented, and experienced Frontline Operations Supervisor to join our team.

This is an excellent opportunity for someone who enjoys working in a dynamic environment and wants to play a key role in a well-established local company.

Position Summary

This position supervises daily front desk and concierge operations across multiple accommodation properties, ensuring consistent guest and owner service standards. The role supports complex, high-volume guest services operations while also assisting with administrative and clerical accounting functions under the direction of management.

The successful candidate will bring strong hospitality operations experience, excellent problem-solving skills, and the ability to coordinate multiple systems, properties, and service channels in a fast-paced tourism environment.

Key Responsibilities

Front Desk & Concierge Supervision

• Supervise daily front desk and concierge operations across guest and owner service functions
• Coordinate staff schedules and shift coverage in collaboration with management
• Provide operational direction, coaching, and support to front-line staff
• Train staff on guest service standards, reservation systems, and operational procedures
• Monitor staff performance and ensure adherence to company service expectations
• Support onboarding and training of new employees
• Work front desk and guest service shifts as operationally required

Guest Services & Multi-Property Coordination

• Respond to guest enquiries and resolve escalated service issues using established procedures
• Coordinate guest bookings and activity arrangements with external service providers
• Maintain and update operational reference materials and guest service resources
• Monitor communication channels, including front desk and concierge inboxes, ensuring timely responses
• Support the smooth operation of reservation, key management, and front desk systems across multiple properties
• Coordinate maintenance or system issues and escalated operational concerns to management as required
• Support consistent service delivery across multiple properties and stakeholder groups

Operational Reporting & Administration

• Prepare routine operational summaries and shift reports for management review
• Maintain accurate records of guest service activities, communications, and operational issues
• Compile and organize operational data for internal tracking and reporting purposes
• Document service issues and resolution outcomes to support operational continuity
• Assist with preparation of full-cycle owner statements for small HOA properties under management direction
• Support bank and account reconciliations, owner invoicing, payment preparation, accounts payable, and financial reporting
• Reconcile front desk transactions, guest payments, and commission records
• Maintain accurate records of operational financial transactions
• Assist bookkeeping staff with transaction tracking and reconciliation processes
• Verify accuracy of transactional postings and report discrepancies as required
• Prepare spreadsheets and administrative summaries for internal reporting purposes

What We’re Looking For

• Positive attitude and strong work ethic
• Excellent organizational skills and attention to detail
• Strong written and verbal communication skills
• Ability to prioritize workload and meet deadlines
• Strong analytical and problem-solving abilities
• Ability to work independently and collaboratively within a team
• Professional customer service skills and experience
• Advanced knowledge of Microsoft Excel and Microsoft Office
• Experience with Sage, QuickBooks, or similar accounting software
• Understanding of hotel PMS systems and OTA platforms such as Airbnb and VRBO

Experience & Qualifications

• 3+ years of experience in a senior front-line or supervisory role within hospitality, tourism, or accommodation services
• 5+ years of customer service experience in a high-volume environment
• Demonstrated experience working with reservation systems and multi-property operations
• Strong proficiency in Microsoft Excel and Microsoft Office applications
• Experience with accounting or property management systems considered an asset
• Proven ability to supervise staff and maintain service standards across multiple service points
• We thank all applicants for their interest; however, only those selected for an interview will be contacted.